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Help Desk Executive
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• You love to listen
• You are customer centric.
• Passion for care, curious to listen and empathetic in nature.
• Enthusiastic and Problem Solver
• Ability to work as part of a team to achieve individual and team results
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• You have the flexibility to work any shift
Expected Behavior & Attributes:
• Hygiene & Presentability :Cleanliness, positive attitude, presentable attire( including prescribed uniform if any as per the role description) & prominently displaying Vianet identity card
• Attitude: Customer centricity& willingness to solve customer problems
• Urgency : Show quick action in delivery & proactive solutioning
• Independence: Work independently for extended periods of time
• Values: Since the Desk Support will represent Vianet, (s)he is expected to strictly follow company protocols (including safety protocols) , prescribed behaviors & attitudes, code of conduct & espouse Vianet’s values.
Employment: Outsource
Organization Structure
· Department: CSSD
· Direct Reporting: Branch Manager / Branch Incharge / Technical Supervisor / Sr. Support
· Skip Supervisor: Customer Service Center Manager – CSSD
· Subordinates: None
Job Duties & Responsibilities:
Help Desk’s primary responsibility will be to provide first level support to the customer who visit Vianet Service Centre the Help Desk is assigned to. Furthermore, Help Desk is also required to handle Front Desk duties such as payment collection, assisting in account issues, sales, inactive customer follow-up and L1 phone support duties such as resolving tickets raised through phone support.
Customer Service:
• Engaging in active listening with customers, confirming or clarifying information and diffusing angry clients, as needed.
• To register the ticket on proper support ticket heading.
• Providing customers with the organization’s service, product, and features information.
• Making sales or recommendations for products or services that may better suit client needs.
• Renewing packages, collecting payment providing bill to customers.
• Handling accounts and billing issues for customers.
• Engage in inactive customer follow-up when required.
• Taking part in training and other learning opportunities to expand knowledge.
• Provide effective resolutions to all the escalated issues.
• Empathize with the customer and build the rapport.
• Correct escalation to upstream and downstream department
• Adhering to all company policies and procedures.
Technical :
• Troubleshoot internet and IPTV issues including on all consumer devices and recommend resolutions to ensure better customer services.
• Troubleshoot and explain Wi-Fi issues to customers
• Router Configuration
• Update firmware on consumer devices
• Correct escalation to upstream and downstream department
• Coordinate with customers and the relevant departments of Vianet in order to schedule field visit at customer premises where required
• Follow up to customers to evaluate service delivery Schedule Adherence
• Participate in on-call rotation schedule for weekends and public holidays
• Participate in over-time schedules if necessary as per the requirements of the company
Education & Experience Required:
• Education: Bachelor’s running/Complete in management or computer engineering stream.
• Work experience not required but preferred